SCANA Energy Marketing review: Scana energy's failed gas service and customer care

I am writing to formally file a complaint against Scana Energy regarding the highly unsatisfactory service I have experienced while attempting to reconnect my gas service.

I scheduled an appointment with Scana to have my service reconnected, providing explicit instructions for the technician to call or text upon arrival, as I reside in a gated community (no gate code and security guard). Despite receiving four assurances from Scana representatives that my instructions were entered into the system, I received no communication from the technician.

The scheduled time window was an extensive 4 to 12 hours, leading me to take multiple days off work to accommodate the technician's visit. However, the only communication I received, after hours of waiting at home, was an automated message stating that the technician had left due to the absence of anyone at the property. This lack of coordination and communication is unacceptable.

Upon expressing my frustration after the fourth missed appointment, a Scana representative informed me that the technician "will not" call, as it is handled through automation. This conflicting information highlights a severe inconsistency in Scana's messaging and internal processes, resulting in a frustrating customer experience.

Over the course of two weeks, I had a total of six appointments scheduled, all of which were missed due to the absence of necessary texts or calls and ensuing arguments. This ongoing inconvenience is not only infuriating but also deeply concerning, as my elderly father, who is in his upper 80s, has been without gas for two weeks, affecting our ability to cook meals.

To compound these issues, Scana Energy charged me an early termination fee of $150, a fee I find completely unjustifiable given the abysmal level of customer service provided. I kindly request your intervention to ensure a fair resolution to these matters.